1.Overview
This Customer Service Policy (this "Policy") applies to the Sunshare products purchased from Sunshare's official websites or official retail stores. For purchases made through Sunshare's authorized dealers or resellers, please contact them directly. However, if you direct your customer service requests for such purchases to Sunshare and Sunshare agrees to accept your request, this Policy applies to you. Parties wishing to participate in the warranty program must comply with the procedures and requirements set forth in this Policy.* Sunshare does not offer a global warranty for the product, and the Service Policy is only available at designated service centers.
2.Warranty period：
|
category |
solar module |
microinverter |
AC cable |
bracket |
|
warranty period |
10 years |
10 years |
5 years |
5 years |
* In case of any conflict between this guarantee and local consumer law, the requirements of local consumer law shall apply.
* For areas not covered by the warranty, the after-sales warranty regulations issued by local dealers apply.
The effective warranty period begins on the date of proof of product purchase.
To verify your purchase and provide you with better service, we may require information about your order (the proof of purchase including the date of purchase, order ID/number and the name of the retailer), the warranty card and, if applicable, the serial number of your product.
3.Warranty exclusions
Cannot provide proof of purchase.
Force majeure (storm damage, lightning, power surges, fire, thunderstorms, floods; social causes such as war, riots, government intervention, strikes, embargoes, market conditions, etc.).)
Accidental damage, misuse, abuse, improper use, normal wear and tear, theft, loss or confiscation.
Incorrect use of electrical supply voltage, current and frequency.
Improper installation, commissioning, start-up or operation (contrary to the instructions in the installation manual supplied with each product).
Damage caused by the ingress of foreign bodies such as liquids, corrosion, oxidation, insects, etc.
Changes to any part of the product
Unauthorized repair attempts.
Product with removed, defaced or tampered with serial number sticker.
Purchased from unauthorized dealers/resellers.
Free Products / Freebie / Rewards / Gift
The product is used outside the purchasing region, products shipped to areas not easily accessible by courier or freight services, such as overseas or remote islands.
This warranty does not cover cosmetic or superficial defects, dents, stains or scratches that do not affect the proper functioning of the product.
This limited warranty does not apply to any battery cell or product containing a battery cell unless you fully charge the battery cell within thirty（30）days of receiving the product and then charge it at least once every three months. Otherwise, the warranty for the battery cell and coverage for any related damage or malfunction will be void. It is advisable to fully charge it within seven（7）days of receiving the product.
Please note that these warranty terms apply to returns, exchanges and warranty claims. In the event of any changes, we will post a notice on our website at least one week in advance. Changes will not affect customer service already started. The Sunshare support team reserves the right, at its sole discretion, to make a final decision regarding eligibility for warranty service and determine the appropriate solution, which may include replacement, repair or refund.
How to Claim Your Warranty
If you purchased from our authorized dealer, you may contact the authorized dealer directly to claim your warranty service. This policy applies to you if you submit a customer service request for such purchase directly to Sunshare and Sunshare agrees to accept your request. If you purchased from our official store, please directly refer to the steps below to obtain warranty service.
Step 1
Apply for the warranty through one of the following channels:
Channel 1: Send us a report from sunshare.com
Channel 2: Sunshare Apps
* The above application channels do not apply to cables/mounts. If you have any quality problems with these products, please contact us directly (support@sunsharetek.com).
Step 2
Please prepare yourself with documentation or a short video as follows:
order number
proof of purchase
serial number
Visible evidence showing the defect (including video or photo)
E-mail address
contact's phone number
Address for receiving the replacement.
Step 3
Sunshare support team will make a final decision regarding warranty service with RMA report. This may include options such as shipping the product for repair, on-site repair, or replacement.
Step 4
Deliver items to Sunshare with a unique RMA number. Write the RMA number on the shipping label on the outside of the package. RMA numbers should be clearly marked on the return label of each package returned to Sunshare.